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1 SAP Solution Manager 3 rd party Service Desk interface Product Management SAP Solution Manager SAP AG

2 Disclaimer This presentation is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP product and services and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP 2008 / Page 2

3 Partner interface to SAP Solution Manager Service Desk SAP Solution Manager offers a bi- directional interface that enables the exchange of s between SAP Solution Manager Service Desk and third party help desk tools or another SAP Solution Manager. SAP Solution Manager Service Desk can be integrated into existing help desk applications. The interface is open,there is no preferred partner tool. However the partner tool has to implement a corresponding interface. It is based upon web services (simple, flexible and platform independent) and 3rd party implementation can be certified by SAP. SAP 2008 / Page 3

4 Basic Architecture Service Desk 3rd party Help desk RFC Web Services SOAP/HTTP Web Services RFC SAP 2008 / Page 4

5 Basic Architecture Forwarding a into another help desk creates a corresponding there. Each has a uniquely identifiable connection to the in the other help desk. One takes the lead, so the leading system controls the closure. Additional information ( texts) can be sent and received asynchronously. Processing s means that a can be sent back and forth multiple times. Closing a automatically triggers the closing of the corresponding in the other help desk. Other than that, there is no automatic synchronisation of data between help desks. SAP 2008 / Page 5

6 Use Case 1: Create Message in SAP System 3rd party Help desk H l d k Service Desk 3* A new is created in a managed SAP system or in SAP Solution Manager directly. Messages can be forwarded to SAP or 3rd party Help Desk (and afterwards to SAP) A new does not automatically create a corresponding in the other help desk. SAP 2008 / Page 6

7 Use Case 2: Creating a in 3 rd party Help Desk Service Desk 3rd party Help desk 3* 2 1 Leading system is the 3rd party Help Desk Messages are created in 3rd party Help Desk and synchronized with SAP Solution Manager Capable to forward s to SAP Support SAP 2008 / Page 7

8 1:n SAP Solution Manager Service Desks Incident interface Service Desk SAP Solution Manager It is possible to synchronize Service Desk s with multiple 3rd party Help Desk systems or SAP Solution Manager Creation of new s has to be done in one of the multiple systems. Capable to forward s to SAP Support 1 1 3rd party SAP 2008 / Page 8

9 SAP CRM IT Service Management An integrated solution with SAP Solution Manager Incident Problem Change Billing and Management Management Management Cost Allocation Incident Management Knowledge Management Resource Management Service Level Manage- ment IBase and Object Management With CRM Release 7.0 there is a standard interface to SAP Solution Manager for Incident Management process. Incident s can be transferred from CRM to the SAP Solution Manager for further processing e.g. with Global SAP Support. SAP 2008 / Page 9

10 Benefits of Service Desk Interface Productivity and efficiency Accelerating the solution times for incidents and support s Communication Improved within the IT organization, and between IT and business users Bi-directional, seamless exchange between both systems via Web services Data exchange can be automated (including all attributes such as priority or file attachments) Both service desk teams benefit from seamless data exchange and a common outlook The service desk better responds to events and problems, leading to an improved service level and user acceptance Consistent reporting Achieved by effectively applying the new integration features SAP 2008 / Page 10

11 Configuration of Service Desk 3rd Party Interface

12 Additional Information For Help Desk Tool vendors: Certfication ti of the interface is possible. Please contact t Find a detailed API document in > Media Libary > Technical Papers -> Service Desk WebService API.pdf For issues with 3rd party interface use sap com/ and create a on SAP component: SV-SMG-SUP-IFA For customers: Please always contact your 3rd party vendor. They often already have a standard implementation service for the interface to SAP Solution Manager Service Desk.

13 Copyright 2009 SAP AG. All Rights Reserved No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iseries, pseries, xseries, zseries, z/os, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mysap, mysap.com, xapps, xapp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to thirdparty Web pages. SAP 2008 / Page 13

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